Frequently Asked Questions

Are you licensed, bonded and insured?
Yes. Your home, our cleaners and Kathy Clean are included in the coverage. Insurance validation certificates are available upon request. Kathy Clean is also an accredited business with the Better Business Bureau.

How many people will clean my home?
Generally, our cleaners work in teams of two. Occasionally there may be a team of 3, and some of our cleaners work alone. Please let us know if you have a specific request regarding number of cleaners in your home.

Will I always have the same cleaner(s)?
We prefer to send the same cleaner(s) each time so remain familiar with your home and cleaning needs. Occasionally there may be a change in our staff due to illness, day off or vacation. Also, occasionally our cleaners move on to new employment opportunities. Therefore, it is not possible for us to guarantee the same individual/team for each cleaning. In the event of such an occurrence, Kathy Clean will provide a quality replacement. All employees are well trained to ensure consistent and thorough cleaning techniques. Regardless of the team/individual, you will receive an excellent service guaranteed.

Are your cleaners trained and supervised?
Yes. All cleaners receive thorough on-the-job training and supervision by a seasoned cleaner or manager. Cleaners who do not consistently meet Kathy Clean standards are quickly recognized and do not remain with us.

Will the cleaners be able to dust high locations in my home? Will they move furniture and dust under or behind?
All cleaners have long handled dusters to reach difficult locations. If furniture is on wheels or movable they can dust under or behind.

Kathy Clean values its employees and their safety, so they are not authorized to use ladders with more than (2) steps and will not move anything heavier than 35 lbs. Such activities can put our staff members in danger of injury or could even damage your flooring or other items in your home. If you would like us to clean behind or under heavier items, please move them prior to the cleaning to allow access.

If you have a specific question about anything in your home, please contact the office and we would be happy to discuss anything with you.

Are your cleaners legal to work in the United States?
Yes. Kathy Clean only hires 100% legal workers. We also conduct full background checks on every potential new hire prior to extending a job offer.

Do your cleaners speak English?
You will not experience any communication issues with Kathy Clean cleaners. We always have at least one cleaner in your location who can speak and understand English.

How do the cleaners get into my home? Do I have to be home?
If you want to be home during your clean, our cleaners will work around you. Some customers prefer to meet the cleaners and then go out on errands. Many Kathy Clean customers leave a key to their home at our office. We take extreme measures to protect each key in a secure lock box. You may also provide a garage code that is kept in your customer notes on a secure server. Many customers program their alarm specifically for us with a code. If you have an alarm system at your home you can give instructions on its operation to Kathy Clean. However, we prefer that your alarm be left off on the day of the cleaning.

Arrival Notice & Access to Your Home
You will receive an email reminder one week prior to your clean with an approximate arrival time. We adhere to these times as much as possible. However, due to last minute schedule changes, traffic and/or weather; at times, we may arrive early or late. We do our best to communicate last minute changes. Some customers choose to be at home for their cleans and we do our best to meet your scheduling needs. If you are not able to be at home and do not want Kathy Clean to have a key and/or garage code, you may choose to stash a key and/or leave your home open for arrival. We will always lock and secure your home on our way out.

How do I pay for your services?
For your convenience, you may pay for your cleans by cash, check or Visa/MasterCard/American Express. Payment is due at the time of service. One-time cleanings require a credit card payment at the time of scheduling. For your convenience, a credit card number may be left on file with Kathy Clean to use in the event you should forget to leave your payment at the time of the cleaning. A $35.00 fee is applied to all returned checks. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning.

Refunds
Due to house cleanings very personalized and subjective nature, we DO NOT offer refunds to customers. However, your satisfaction is very important to Kathy Clean. We do guarantee our cleans. If you are unhappy with any aspect of your clean, please call our office and we will schedule a reclean.

What is the cost of my cleaning?
The cost of your cleaning is based on the estimate that you will receive prior to your first scheduled cleaning. We are available to do in-home estimates or can provide a detailed estimate over the phone or by email. Please note, there is always room for adjustments after we are in your home a few visits, and we are happy to adjust to your specific cleaning needs and budget. First-time cleanings or one-time cleanings may require additional time and an additional fee. We are always willing to discuss options and cater to your specific needs regarding your home.

Should I tip the cleaners?
Although not required, a gratuity is a wonderful way to say “I appreciate your great work.” While your service should always be excellent, tips are always appreciated by our cleaners!

What is your cancellation policy?
Situations come up and we understand at times you will have to cancel your clean or adjust your scheduling. We ask you to communicate with us in a timely fashion via phone or email. We prefer you communicate with our office rather than the cleaners so we are able to adjust our schedule accordingly. Please note that regular weekly, bi-weekly or monthly service is priced at a discounted rate. If you choose to cancel your regular service after only one cleaning, our regular One-Time Cleaning charges will apply and you will be billed for the difference.

What if my cleaning falls on a holiday?
If your scheduled cleaning falls on a holiday Kathy Clean observes, we will be sure to contact you in advance to reschedule your cleaning. Kathy Clean observes the following Holidays: New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day and Christmas Day.

What if my cleaning falls when I am on vacation?
You will receive an email reminder 1 week before your clean. If something comes up that you need to reschedule, simply reply to the email or contact our office and we can adjust or reschedule your clean.

How do I provide feedback on my cleanings?
We love feedback! We welcome phone calls or emails or using our report card on our website. No matter what the feedback is, we want to know how we can meet your needs better and ultimately exceed your expectations!

Can I hire your cleaner directly?
Please understand that Kathy Clean greatly values our relationships with our customers. We make every effort to meet your expectations and retain your business. In the event you decide choose another company/individual for your cleaning needs, we ask that you do not solicit Kathy Clean cleaners directly. By entering into a service agreement with Kathy Clean, you agree not to hire a present or past Kathy Clean staff member introduced to you by Kathy Clean for any home-related cleaning service. Additionally, each of our staff has agreed to refrain from soliciting you as a personal customer.

Damage and Loss
While our cleaners are very careful in your home, occasionally accidents can happen. Kathy Clean recognizes the nature of its business requires its staff to come into contact with all items within one’s home. With this in mind, we ask that you take care to secure valuable and delicate items in your home prior to your clean. In the event of breakage, our cleaners are to notify the home owner (if home) and our office immediately.

Kathy Clean is bonded and insured, however, some Items excluded from liability are; cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics.

Our 48-Hour Guarantee
If you are not 100% satisfied with your cleaning, please contact us within 48 hours of your service and we will gladly re-clean the area with which you are dissatisfied